Faculty of Commerce, Law and Management

Permanent URI for this communityhttps://wiredspace.wits.ac.za/handle/10539/3922

For information on accessing Faculty of Commerce, Law and Management content please contact your Faculty Librarian

Browse

Has files: YesSubject: search.filters.subject.Customer satisfaction

Search Results

Now showing 1 - 7 of 7
  • Thumbnail Image
    Item
    The influence of e-service quality on customer perceived value, customer satisfaction and loyalty in south africa
    (2014) Chinomona, R; Masinge, G; Sandada, M
    While researches on online shopping behaviour have been steadily increasing, they seem to be a paucity of studies that investigate the importance of E-service quality; customer perceived value and customer satisfaction that result in customer loyalty in online shopping perspective. The present research is an attempt to fill this gap by examining the relative influence of three antecedents of customer loyalty — e-service quality, customer satisfaction, and customer perceived value on consumer online shopping behaviour, using a sample of consumers in Gauteng Province of South Africa. The central argument of this paper is that online shopping behavior can be understood from the strength of loyalty outcomes. Six hypotheses are posited and in order to empirically test these hypotheses, a sample data set of 150 was used. Three hypotheses were supported while three (H1,H2 and H5) was rejected. Drawing from the study findings, this study provide tentative empirical support that online shopping behaviour can be influenced by e-service quality, customer satisfaction, loyalty and perceived value outcomes in Africa - a context that is often less researched on.
  • Thumbnail Image
    Item
    Does customer satisfaction lead to customer trust, loyalty and repurchase intention of local store brands? The case of Gauteng Province of South Africa
    (2014) Chinomona, R; Dubihlela, D
    Notwithstanding the increasing researches on consumer behaviour, there is a dearth of studies that have investigated the influence of customer satisfaction on customer trust, loyalty and repurchase intention in the African retailing context. Therefore, using a data set of 151 from retailers in Gauteng Province of South Africa, this study examines these relationships. All the posited five hypotheses are supported. The results indicate that the relationship between customer satisfaction and their trust, customer satisfaction and their loyalty, customer trust and their loyalty, customer loyalty and their repurchase intention and customer trust and their repurchase intention are positive in a significant way. The research paper discusses both academic and managerial implications of the results and future research directions are suggested.
  • Thumbnail Image
    Item
    Customers’ perceptions on ESKOM’s pre-paid billing system and the effects on their satisfaction and trust
    (2014) Chinomona, R; Sandada, M
    Despite the increasing awareness of the paramount importance of customer satisfaction and trust in the context of large firms, research efforts focused on the investigation of the role of electricity pre-paid system performance on customer satisfaction and trust have largely remained scant, particularly in developing countries of Southern Africa. Therefore, the primary objective of this study is to fill this void. Three research hypotheses are posited and a sample data of 151 collected from ESKOM company’ electricity pre-paid system customer is used to empirically test the hypotheses. The results of this study show that, the performance of the ESKOM prepaid billing system positively influences the customers’ satisfaction and trust in a significant way. Managerial implications of the findings are discussed and limitations and future research directions are indicated.
  • Thumbnail Image
    Item
    Customer Satisfaction Measurement for Service Management in South African Banks
    (2012-12-04) Kaseke, Trevor
    This study sought to explore possible reasons to explain why, despite the money spent by banks on customer satisfaction surveys, the satisfaction scores have either remained unchanged or become lower. The study explored two broad dimensions; the ability of the banks to effect corrective actions that would lead to improved customer satisfaction and the effectiveness of the survey instruments used by the banks. Qualitative interviews were conducted with bank employees who work with customer satisfaction surveys within the big four banks in South Africa; Absa Bank, First National Bank, Nedbank, and Standard Bank. The findings, though exploratory in nature, reveal significant impediments to the realisation of improved service levels, from which would come improved customer satisfaction scores. In terms of the banks themselves, this study found that there are no systems in place to interpret customer satisfaction survey data and to effectively act upon the findings. This was reinforced by the bank employees not having the capacity to interpret and use the survey results. The study also found the instruments used are not effective in terms of what they are intended to achieve. They are incorrectly designed thereby incorrectly focused. In addition, the people who are meant to use them do not understand how to use them. The findings of this study seem to point to customer satisfaction as something that the banks know they should be paying attention to, but seem not to know how to best go about it. The strategic importance appears to exist only in the annual reports and strategy documents. The environment, as a result, is not conducive for the implementation of corrective actions. Unless these factors are investigated further, and effectively addressed, it seems likely that the banks will continue to spend a lot of money on these customer satisfaction surveys. They will not however, achieve what they should be achieving; improved customer satisfaction, and higher customer satisfaction scores.
  • Thumbnail Image
    Item
    Perceptions of service quality, customer satisfaction and customer loyalty in mobile telephony in South Africa
    (2011-11-14) Munsamy, Theesen
    The South African mobile telephony sector is reaching saturation and churn rates are extremely high. The market is becoming more competitive with the advent of fixed mobile convergence, disruptive technologies and deregulation of the sector. Faced with all these challenges operators need to identify ways to keep customers loyal while ensuring that subscribers continue to increase their spending. The purpose of this paper is to investigate the crucial factors that lead to customer loyalty in the South African mobile telephony sector, namely service quality and customer satisfaction. Furthermore the antecedents, mediating and consequent relationships of customer loyalty, service quality and customer satisfaction was also examined. Data was obtained from 168 mobile phone users from the three MNO’s (mobile network operators) using a survey compiled from existing literature. The survey was confined to the Gauteng province. The data was analysed using structural equation modelling in order to test the relationships between the constructs. The findings support the proposed hypotheses and are consistent with other literary studies. Pricing, value added services and customer support services are the most significant service quality dimensions influencing customer satisfaction. Customer satisfaction has a direct positive impact on customer loyalty. Customer satisfaction was found to be the mediator between service quality and customer loyalty
  • Thumbnail Image
    Item
    The relationship between customer satisfaction and loyalty in South African grocery stores
    (2011-06-15) Simpson, Cade
    The South African economy has, over the last 18 months, experienced severe change. The good times have been replaced with bad. The once buoyant consumer riding the crest of the wave and with an unquenchable appetite for debt, who revelled in the trappings of what money could buy, is long gone. In his or her place is a consumer riddled with debt, fighting for survival on the edge of the precipice, with only a teetering world economy for comfort. Liquidation auctions and notices of execution have become the weekly norm, with many people struggling to keep their ahead above water and living from one day to the next in hope. There can be no doubt that, in the current market conditions, for a retailer to develop customer satisfaction and/or loyalty is of paramount importance, given the proven repeat purchasing behaviour associated within these two constructs. With this in mind then, the research sets out to determine what the dimensions of customer satisfaction and customer loyalty are and, having identified these, whether there is a correlation which exists between these two constructs. The research was conducted by means of a survey, with 249 questionnaires being completed. The data was then analysed by way of exploratory Factor Analysis and Interdependence Factor Analysis. Two factors were found from the exploratory Factor Analysis on customer satisfaction. These were termed ―Value-Based Retailing” and “Service-Based Retailing”. A limited number of dimensions related to customer satisfaction either did not load or loaded partially on the final two factors, and as a result the research proposition related to customer satisfaction was partially accepted. A single factor was found from the exploratory Factor Analysis on customer loyalty; this was termed ―New Age Loyalty”. As a result of two dimensions related to customer loyalty being excluded from the final factor solution, namely the patrons‘ ―propensity to switch‖ and the patrons‘ ―complaint behaviour‖, the research proposition was also partially accepted. ii Interdependence Factor Analysis was performed in order to determine what, if any, correlations exist between the dimensions of customer satisfaction and customer loyalty. Three factors were found which can describe the correlations between these two constructs namely, “Physical Store Attributes versus Spurious Bond”, “Convenient Value versus Attitudinal Bond”, and "Consumption Behaviours versus Emotional Bond", accordingly the research proposition was accepted. In addition a fourth factor, ―No Bond” is proposed by the researcher based on work done by Dick and Basu (1994). The findings further indicate that there are a number of dimensions of both customer satisfaction and loyalty which the retailer can, in fact, influence. In so doing retailers are able to play a pivotal role in shaping patronage behaviours as manifested in differing forms and strengths of loyalty. These differing forms and strengths of loyalty are largely determined by the nature of the competitive landscape in which the retailer operates and the value proposition offered by the retailer. The development of an ―emotional bond‖ or an ―attitudinal bond‖ with the store ultimately leads to repeat purchasing by the store‘s patrons and wealth creation for the retailer, whilst the development of a ―spurious bond‖ or ―no bond‖ only serves to increase retailer costs, and results in eventual switching by the store patron. It is evident from the research that the constructs of both customer satisfaction and loyalty are evolving over time. This was most noticeable in the dimensions of each construct which were not included in the final solutions, although they were apparent in the literature review and other research. It is therefore pertinent to highlight that the customer satisfaction and loyalty dimensions, and any association between the two, are as much a function of the competitive landscape in which the retailer operates and value offered by the retailer, as they are a function of time and with the passing of time, they will change
  • Thumbnail Image
    Item
    Drivers Impacting Customer
    (2011-04-15) Holton, Wayne
    South African businesses have been under pressure to generate revenue in the short term and deliver long term profitable growth for shareholders. The recent global economic slowdown has presented new business challenges for these organisations. Some of these challenges call for a clear focus on customer deliverables, understanding a customer’s specific needs and meeting those needs by differentiating from the competition. The purpose of this study was to conduct customer satisfaction research into South Africa’s engineering components market. A structured questionnaire was designed to determine customer demographics, the important drivers of customer satisfaction and the dependence of customer satisfaction on a strong interpersonal customer/supplier relationship. Thirty six respondents from various South African industrial companies completed the questionnaire. The data collected from these questionnaires was analysed using quantitative analytical tools. The research findings identified six meaningful drivers of customer satisfaction in South Africa’s engineering components market. Four of these six drivers found were also cited in the literature. The four drivers found were speed of delivery, product quality, product availability and the human element of service delivery. Two other drivers were found, being ethics and trust and product brand. It was found that customer satisfaction is not entirely dependent on a strong interpersonal relationship between the customer and supplier as cited in the literature.